ISP (Comcast) does not delivery anywhere near the stated (advertised) up-load speed, which causes disconnects in the middle of usage. Speed tests to various locations show upward of 24.83 Mbps download and a more or less constant 0.430 Mbps upload. Hop Tests show consistent and unacceptable packet loss when data packets leave ISP to go to other route providers. Technical support cannot or will not resolve this issue after multiple contacts and no resolution or explanation is forth coming from ISP. Actions (or inaction to resolve) causes explorer (IE4 and or Firefox) to hang and close repeatedly during page updates. I'm unable to play online games successfully with peers from other locations, domestic and worldwide. Both activities cause lost of use, frustration and diminished enjoyment of activities. There appears to be no way to recover either through upgrade or monetary reduction of costs.
Consumer Complaints & Reviews
We are a local small company in Rosenberg, TX looking for faster internet service. We signed up with Comcast Business Class internet that promised 22mbps. On July 2011, the service began. Mid July and August, the service would be interrupted and intermittent connection. I called customer service and all they tell the customers is "they are servicing the area" with no ETA or no way to resolve. We attempted to cancel the service because of the poor internet service.
Warning: Comcast locks you in a 3-year contract and if you decide to cancel, they'll charge 75% of the remaining terms. You have to request 4 trouble calls before they "may" consider waiving the cancellation fee. The senior tech says there is "noise" in the line and does not offer a resolution to fix the issue. They just leave us in the dark about what to do next. Calling is a pain over and over, and holding and holding. As of today, 10/4, service is still unreliable and unpredictable. We're glad we still have our AT&T DSL service that never had an issue. It just maxes out at 6mpbs. Do not order Comcast. They are unreasonable to new customers and will not accommodate or listen to your story. This will be posted on other consumer complaint websites and forums.
I only subscribed to internet with Comcast. Today, while paying my bill, I found out that they charged me $79 for only an internet connection. I called them up to ask why it's so expensive when the competition is half the price? The representative told me that I was getting charged for 2 modems and would take $5 off. I said, "No, that's not what I am calling about. I want to know why am I paying twice with what the competition is paying?". The person told me that Comcast upgraded my account automatically 5 months ago and now, I am getting basic cable with 22mbps internet. I don't have a television.
I told him that I don't want a basic cable and just the internet and also why am I getting charged for 22mbps when my speed tests say I am only getting 6 mbps? He told me I can have a technician come to check out why I am not getting 22mbps. I told him I do not want 22mbps, I just want 6 but I want to pay my old price that I was paying for just 6 before. I never asked to be upgraded to a 22mbps cable bundle. He told me that if I were just to go on a basic internet only plan, it would actually be more expensive than $79 a month. He said there was nothing he can do to lower my price down from $80 a month for middle range internet service and he transferred me to a supervisor.
The supervisor answered the phone and I repeated my problem to her again. She said the same thing that the first person had told me. If I were just to get the middle tiered internet only service, it would become more expensive than the $79 I am paying now. I explained to her that AT&T offers a 12mbps (internet only) for $40 a month and if Comcast can't compete with that, then what's the use of staying with Comcast? She then said she can't do anything. I told her, then I'll just go with AT&T. Her response was "okay" and hung up.
Worst customer service I have ever encountered. Not the fact that they didn't lower an extreme price for internet, but the attitude they expressed felt like they hate their jobs and hate the customers.
My DSL was consistent day after day for 4 years. The last few weeks, my speeds are 3mb early in the morning (5:00AM-8:00AM) Most afternoons and evenings speeds are from a paltry 46/116 to a maximum burst of 840/240. Had enough of rebooting my modem, bypassing my router, cleaning out my cookies, shutting down antivirus and zonealarm, and waiting for service to come out and do nothing to correct the problem. All these actions have been a total waste of my time.
The cable guy came out tonight. Its 90 degrees here in MN today. Nobody's online. Speed is fantastic and pushing the limits. They claim a problem with parts of South St. Paul, Eagan, and Burnsville. So what do I do? They say keep track of the slow days and request reduction in monthly billing till they figure it out. Not sure I want to wait that long. This sounds like false advertising, inability to deliver promised services, and possibly consumer fraud.
The advice from technicians has been everything from removing ribbon cables, disabling ALL firewalls, virus scans, etc. (by the way I have a brand new computer with plenty of memory) to the suggestion that my new computer doesn't have enough memory!!!! Dell 8200 series. I have received a host of generic emails, waited for hours on the telephone only to constantly receive a patronizing "ping" report and NO real help. I simply do not get what I pay for.
Perhaps I should do as I have with other companies in the past when they would not support customer service. I would call their sales department and complain to them, asking how it is they could be selling new service when they couldnt support the service they had already sold.
I use the internet for various financial transactions . So far I have managed to work around this poor service and have not lost money, only time. When the comes that it finally does cause me a financial lose, I will take them to court.
The advice from technicians has been everthing from removing ribbon cables, disabling ALL firewalls, virus scans, etc. (by the way I have a brand new computer with plenty of memory) to the suggestion that my new computer doesn't have enough memory! Dell 8200 series. I have received a host of generic emails, waited for hours on the telephone only to constantly receive a patronizing "ping" report and NO real help. I simply do not get what I pay for.
